Retail Support Specialist

About the Role

DSI brings over four decades of expertise in sales enablement and tailored business solutions, dedicated to delivering measurable success for clients and partners. We seek enthusiastic professionals ready to excel in customer service and sales within a dynamic retail setting.

Position Summary

The Retail Support Specialist (RSS) provides direct, on-the-ground assistance to AT&T customers in busy national retail outlets. Responsibilities include swiftly resolving customer inquiries relating to billing, accounts, devices, and services while operating calmly and proficiently in high-traffic scenarios.

Primary Duties

• Deliver courteous, effective solutions to customer questions and concerns about accounts, billing, device troubleshooting, and service issues within retail stores.
• Serve as the AT&T knowledge resource for retail staff and third-party labor partners, managing in-store escalations and fostering productive collaboration.
• Maintain composure and professionalism amid peak periods and complex customer situations, consistently upholding service excellence.
• Implement operational standards including inventory management, planogram maintenance, and adherence to compliance and privacy guidelines.
• Accurately document interactions and meet established performance goals including customer satisfaction metrics.
• Engage flexibly with work schedules covering evenings, weekends, and holidays in a retail environment requiring extended periods of standing and customer interaction.
• Collaborate with diverse teams such as billing, technical support, and fraud departments to elevate customer experience and operational efficiency.

Candidate Profile

• Excellent communication and customer service abilities.
• Capacity to remain composed when addressing escalated or high-pressure situations.
• Competent at managing multiple software systems and detailed problem-solving.
• Willingness to work variable shifts including nights and weekends.
• Preferred background includes prior retail customer service, wireless communications knowledge, or call center experience.

Compensation and Benefits

• Starting wage of $26 per hour.
• Access to comprehensive training and professional growth opportunities.
• Immediate eligibility for medical, dental, vision, and life insurance following the first full month of employment.
• 401(k) with matching contributions after one year of service.
• Paid time off for vacation, personal, sick, and bereavement leave after 90 days.
• Employee profit sharing and a 50% discount on AT&T wireless plans.
• Supportive team environment with internal promotion encouraged.